Frequently Asked Questions

How long will it take for my order to be delivered?

Orders placed with standard delivery generally take from 5 to 9 working days to arrive (our couriers do not despatch or deliver orders at the weekend). Express delivery orders are quicker and arrive within two working days, although please bear in mind that couriers do not generally deliver on Sundays or Bank holidays. We get extremely busy towards the end of November through to Christmas, in which case your order may take a little longer to get to you. Don’t panic though! Our warehouse elves work as fast as they can to get your order out the door and to your house. It will be with you soon.

 

How much does delivery cost?

Standard delivery is £2.50, but we also offer a tracked service for £3.50 as well as an express service for £4.95 and get your order sooner. However, spend £45 or more and you’ll get free tracked deliver!

 

What do I do if I’m not at home when my delivery arrives?

It depends on the courier service, but generally they will post a note through the door to say that they attempted delivery, but you weren’t in. That note will also contain details about what you can do next to get your parcel. Your options usually include either re-arranging the delivery or heading over to a depot to collect it in person. It may have been left with a neighbour too. Read the card and it will tell you where to find your package and how to get it.

 

How much does delivery cost to EU countries?

Delivery to other countries within the EU (and outside of the UK) costs £15. This option will appear in the checkout after you have entered an EU address.

 

Where is my order?

If your order hasn’t turned up yet then there’s no need to panic. Please remember that all standard delivery orders take up to nine working days to arrive. If your order hasn’t arrived within the promised delivery window, then there are a few things you can do before contacting us.

If you were sent a tracking link for your parcel with the despatch email, this is a good first place to check as it should give you an approximate idea of delivery progress. During busy times there’s a chance that your order may have got held up at some point, so maybe it’s just running a little late.

We know it may sound a bit silly, but please check anywhere around the property that a courier could have interpreted as a safe place. Occasionally, if you’re not in to accept a delivery, couriers might leave your parcel somewhere safe for you to find it when you get back. This might be in a shed, tucked behind a back gate or with the neighbour. It might have been there all along!

If there are still no clues as to where your package has got to, please visit our contact centre and get in touch. We’ll get to the bottom of it!

 

How do I unsubscribe from your emails?

Want to unsubscribe from our emails? No problem! Simply scroll to the bottom of the latest email you received from us and click the ‘Unsubscribe from our newsletters’ link to unsubscribe for our mailing list.

Please note that there’s a small chance you might receive one more email from us after you’ve unsubscribed. This might happen if we’ve pressed the send button on our latest email before you’ve hit unsubscribe. Sorry about that!

 

How do I cancel my order?

Send us a cancellation email ASAP! We’ll need to catch your order before it’s loaded onto a truck by our warehouse elves, so please go to our contact page and send a message to the customer support team. They’ll get a message through to the warehouse as fast as possible to stop your order and issue a refund. Don’t leave it too long though, as if your order has already left us it’s beyond the point of cancellation and you’ll have to contact us about a return.

 

Can I add to my order after I have sent it?

Sorry, but no. Once you have completed your order, it goes so quickly through the system that it is impossible to add or delete things. Please double-check your order before you click the final 'Place Order Now' button.

 

How do I return a faulty order?

We're very sorry to hear you’re having trouble with a faulty product! Go to our contact page and send us an email with your order number and a brief description of the fault. We’ll sort it out and make everything better. For more details, please see our Returns page.

 

Still not answered your question? Head over to our contact page and send us your query! Our friendly customer support team can’t wait to hear from you.